Sameer Doshi Email & Phone Number

Meridian Charter Township, Mi, Us

Lansing, Michigan, United States

● Designed and configured the Incident, Problem and Change management application supporting ITIL and business processes.● Technical implementation of various modules such as Change Management, Incident Management, Problem Management, Service Catalog and Configuration Management.● Designed and implemented dashboards and performance analytics to provide senior leadership with insights on key metrics, trends, and service efficiency.● Responsible for gathering requirements and translating requirements into technical user stories.● Responsible for migrating update sets, imports, and exports from Lower Environments to Production in the scheduled Change Windows.● Responsible for installing plugins as required and maintaining ServiceNow Platform.● Responsible for updating existing workflows using workflow editor and flow designer to enhance the existing flow or fixes.● Created scheduled tasks, monitoring the ticket queues, and generating statistics.● Involved in migration between various environments in Service Now using update sets and import sets.● Worked with reporting in configuring Service Level Agreements (SLA).● Monitoring the queue and will work on any Incidents submitted.● Working on workflows and sub flows to support the organization process, approvals, and task assignment.● Working on CMDB Setup for the organization.

Greater Chicago Area

● Customize Remedy forms, Developing workflows, escalations, filters● Experience in Spoon job and Transformation.● Experience in MyIT and SmartIT● Experience in Smart Reporting and created more than 40 reports.● Started working on Digital workplace (DWP).● Creation of complex SRD using AIF based on the requirement and also some OOTB SRD.● Creation of Template for IM, CM, WO and Task template and assignment based on the location and support group.● Configuration of the Change, Incident, Problem, Service Level, Request Management and CMDB modules● Enhancing subject matter expertise on new and emerging Remedy features and supported technologies● Evaluating more complex requests and development assignments that may involve the co-ordination of several analyst programmers● BMC Reporting and Analytics for creating customize report based on the requirement.● Working on the support ticket assign to the team base on issue or new requirement.

Houston, Texas Area

● Working as a BMC Remedy SME.● Creation of Spoon job and Transformation for removing duplicate data, moving relationship.● Customize Remedy forms, Developing workflows, escalations, filters● Created complex Job and Transformation to manage data in different Atrium classes and Relationship form.● Created Reconciliation job for getting the data from staging dataset into the Golden dataset.● Experience in Atrium Core console, Class Manager, Reconciliation related to different source of data.● Configuration of the Change, Incident, Problem, Service Level, Request Management and CMDB modules● Enhancing subject matter expertise on new and emerging Remedy features and supported technologies● Evaluating more complex requests and development assignments that may involve the co-ordination of several analyst programmers● Provide oversight, work direction and mentoring to the team's Application Developers● Learning Datamart for reporting purpose.

Houston, Texas, United States

BMC Remedy On Demand is the most feature-rich and user-friendly IT Service Management (ITSM) solution available in the cloud today. It works based on software-as-a-service delivery model.• Supporting more than 150 customers worldwide on different version like 7.6/8.0/8.1/9.0/9.1• Supporting ITSM, SRM, SmartIT, MyIT, SLM along with AR Server and Web Server.• L2 and L3 BMC Remedy Support for Incident Management, Problem management, Change management, Asset, CMDB, Task management, Service Level Management and SRM.• Setting up classification and priority details of incidents.• Performing various other day to day support activities

India

• Working as an SME for the modules: SLM, CM and SRM• Handle onboarding of applications on SRM, SLM and change management modules for different Capgemini units. • Gather requirements and prepare Functional Requirement Solution document.• Handle module related configurations, development and issue resolution.• Demonstration of Proof of Concept as well as developed modules to Users.• Development and customization as per requirements.• Assist UAT Team to prepare test cases, testing and bug fixing.BMC Remedy Configuration/Administration/SupportSupporting IM, CM, SRM and SLM modules.Creation of report on Reporting console and Oracle Business intelligent based on the requirement.Creation of SLA for new services getting added on ITSM.Configuration of Foundation data based on the new requirement.Setting up classification and priority details of incidents.Performing various other day to day support activities

India

• Configuration of Foundation data (Company, People, Support Group, Operational category)• Creation of Service Request design along with PDT & AOT• Created Filters and Forms for Service request specific to the requirement • Building of more than 500 SLA based on Region, Operational category• Creation of different time segment for SLA based on different geographic location • Creation of report through Analytics and Business Object using Formulas and Query• Integration of ITSM Remedy with Email engine, AD.

India

Playing as an Onsite-Offshore Coordinator for this project.• Installation of BMC Remedy ITSM 7.6.04• Installation of SRM, SLM and Knowledge management• Requirement gathering of Foundation data for ITSM Remedy for LTIFST.• Configuration of Foundation data (Company, People, Support Group, Operational category)• Creation of Service Request design along with PDT & AOT• Handle onboarding of applications on SRM, SLM and change management modules.• Created Filters and Forms for Service request specific to the requirement • Integration of ITSM Remedy with Email engine, AD.

Atlanta, Georgia, United States

• Design Network Architecture for Cisco – SA for over all location (Atlanta, Chennai, Bangalore & Noida)Migration of Clarify to Cadets tool• Analyze performance of the system and ensure the performance objective and availability of the requirements• Responsible for the evaluation and recommendation of the new hardware and software.• Resolved issued related to hardware, software and system issues.• Configuring Server & Network device as per the requirement

New Jersey, United States

• Scheduling daily backup of all servers like (SMTP, ADS, Backup, FTP, Antivirus, Mail, Patchlink etc).• Attending to incident using client proprietary incident management system (CA unicenter Service Desk).• Migration from Lotus 7.0 to Microsoft Exchange 2007.• Assist team in resolution of hardware, software and system issues.• Responsible for providing the desktop system administration and support to the network.• Hosting of New server as per the requirement.• Configuring Server & Network device as per the requirement.• Escalation of incident to various level based on the SLA.

India

• Attending to the Incident & Change request raised using Remedy• Follow the ITIL v3 framework and worked as per the standard procedure• Assigning and validating the Incident based on call category and location• Validate the type of Change request and if required modify the changes like Criticality, Duration, Type etc• Customization of Remedy ITSM applications like Incident management and Change management• Handle High medium and low severity issues• Report generation and analysis using Analytics and Business Object

India

• Provided Level 1 support for Lehman Infra in 24X7 Shift model• Attending to incidents using client proprietary incident management system• Escalation of incidents to various levels based on SLA• Co-ordination with Level II team for technical problems logged at the Service Desk• Initiation of Change Request for incidents/Service request when required.• Report generation and analysis• Resolution of incidents logged in the system by following standard operating procedures• Create/Modify Users & Groups

Bachelor Of Engineering (Be), Information Technology, First Class

Hsc, Computer Science, Distinction

Ssc, First Class